08-26-2011 07:05 PM
Customer service at bestbuy is the worst I´ve ever dealt with! I needed a laptop as a bday present to be delivered before 8/31 so I went online, saw a few choices... selected one for pick up at store but it wasn´t going to be available until 9/04 so I chose a home delivery ($14 extra of course) to be delivered between 8/26 and 8/30 so PERFECT.......... WROOOOOOONG!!!
I called UPS today; they will deliver the laptop on 9/01.... Wait what?? Yes 9/01 because, it didn´t matter that I placed the order on 8/22 afternoon…. bestbuy gave the package to UPS on 8/25 afternoon so.... the earliest delivery date: 9/01!!!!!!!!!
I called bestbuy because I needed a solution... the answers they gave me made me even madder than I already was....
bestbuy - well... you should know that the dates are just an estimate, not the real dates..
me - But why did you gave me those dates in the first place and where does it say they are not real?
bestbuy - As I said, they are an E S T I M T E, and the order is in transit with UPS and there is nothing we can do. Have you called UPS and find out the real date?
me - (I did called first but didnt say so) why should I have to call UPS? I bought an item from you, paid 14 dollars + tax for it. I expect to have an answer from you
bestbuy - well as I said, UPS was the package now so there is nothing we can do. You should call UPS and ask them to deliver the package by 8/30.
me - (when I called UPS, they told me that the packages had been picked up on 8/25 afternoon and that with delivery option bestbuy chose, the earliest delivery date was 9/01) I said so to the CSR.
bestbuy - You should´ve chosen an express delivery, we do have that option so if you needed the laptop urgently you should´ve chosen a different delivery option
me - I CHOSE THAT OPTION BECAUSE THE ESTIMATED DELIVERY DATE WAS FROM 8/26 TO 8/30!!!! Why would I choose a more expensive delivery option if the one I chose would fit perfectly???????
bestbuy - As I said, those dates are an estimate, not accurate, but you should call UPS and ask them to change the delivery date.
me - why don YOU call them and ask them for that????
bestbuy - I’m sorry I cannot help you that, please expect the laptop by 9/01.
me - There won’t be anybody at the house to receive the laptop. That’s why I wanted the computer to be delivered before 8/31 in the first place. I want to cancel my order!!!
bestbuy - We can´t cancel your order until we receive the laptop. This could take up to 15 business days and until then.... we won’t cancel the order and process a refund.
me - a total refund?
bestbuy - ha, no, the shipping cost will be deducted since the product was shipped and there is no refund on delivery fees
I hung up the phone.
After this interesting experience where dates are not real and I have call the carrier to arrange the delivery myrself but pay the supplier 14 dollars + tax to do so....... I´m pretty sure I won’t be buying ANYTHING from bestbuy any time soon. More important, I will let everybody know what I just went through
Thank you for NOTHING bestbuy.
08-29-2011 12:52 PM
Good afternoon denisealmeida11-
It's an exciting time to make a new laptop purchase, but I'm very sorry that your online experience has not resulted with your satisfaction. I too would be extremely irritated if I found out that it will be delivered on a day where no one is home and cannot receive a refund.
After researching, I do see that 9/1 is the delivery date and because it's already on its way to your house, there is no way to expedite the shipping. It is also true that until we receive the unit back, if you decide that you do not want it, we cannot credit your account for a refund. I will surely raise your expressed views with our Leadership Team to be addressed.
If you have any other comments or questions, feel free to reply here or send me a private message.
08-30-2011 06:50 PM
Did you get that horrible repeating nightmare "music" while on endless hold with these guys?
Funny, it was only when I told them to make good instantly or cancel the order that anything actually happened. They lost track of a stove for weeks... Didn't seem to give a poop about it. I know how you feel.
If we continue to shop at "Best Buy" we will only encourage this behavior. As I shop elsewhere (anywhere elsewhere) I will be pleased to know that I'm doing it for their (BB) own good.
08-31-2011 11:41 AM
I agree, some of the customer service representatives are very nice but they can't help you and at the end of the day, what I want are results and not a nice "sorry". I agree with you that BB policies have to change, if they want to keep us as customers.
08-31-2011 11:49 AM
Justin thank you for your reply, I really appreciate it but what I really want is to get my money back and forget the whole thing. I had to buy another gift somewhere else and pay expedited delivery, this experience just brings bad memories.
08-31-2011 02:16 PM
The right thing to do here is at a minimum, refund the purchaser's shipping. Seriously, is this rocket science? I have seen no attempt from BB to appease this individual at all. $14 seems like pretty inexpensive goodwill.
08-31-2011 09:28 PM
Standard – 4 to 8 business days
Includes 1 day for processing and 3 to 7 days for transit.
so if you ordered on the 22nd here's the break down of dates it would be delivered
S M T W T F S
Ordered Mon the 22, first business day of the 8 would be 23, Sat/Sun=Not business days. Counting 8 days= 9/01/11 The comment about the 31st is only correct if you ignore weekends, which the shipping info specifically explains on the website. As the associate pointed out there were expedited shipping options available, and I know from past experience if you call UPS odds are your package would have been in a local distribution center to you on the 30th or the 31st and you can arrange pickup.
As to the last parts of your frustration, once something is in UPS's hands, the Shipper has no further contact with it barring you rejecting it at your door/massive damage in transit. Essentially once UPS picks it up, it's yours, and they don't typically refund something that is more or less in the customer's possession. Lastly, what your actual issue is you're upset you waited until the last possible day it appeared you could place an order and get it in on time for this birthday, and since you didn't read the whole info on your order, you want a scapegoat. I'm sure the person was quite happy with your card and an explanation that you hate best buy
08-31-2011 09:50 PM
If you are so happy with BB, congratulations! You go ahead and buy with your money what you want, but as this is my money I'll do what I want with it, that is, buying anywhere but BB.